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EVOLUTION IN
CUSTOMER
EXPERIENCE:
MIGRATION TO
CLOUD FOR
CONTACT CENTER
2022
A STRONG
INTERNATIONAL
PRESENCE
GROUPAMA GROUP
KEY FIGURES
Groupama has once again
demonstrated its stability in
unparalleled circumstances.
This stability, tried and tested every day on the front
line, enables the group to continuously improve the
satisfaction of its customers and employees.
Without stability, we would not be able to establish the
relationship of confidence, fostered and strengthened
by these unique and deep local roots, at the heart of
our regions, and which brings us as close as possible
to people and their needs.
GROUPAMA GROUP
GROUPAMA ASFALISTIKI
COMPANY PROFILE
With 94 years of history - as it has
been operating continuously since
1928 - and a name recognized for the
reliability of its services, Groupama
Asfalistiki is one of the key players in
the Greek insurance market.
The company operates as a multi-line insurer, covering the insurance
needs of 265,000 customers all over Greece. Since 2007, Groupama
Asfalistiki is a 100% subsidiary of the multinational Groupama Group,
which accounts for 12 mil. customers and a premium income of 15.5 bil.
Euros in 11 countries.
The company was founded in 1928. Today, its long history testifies its
clients’ acknowledgement of its reliability, expertise and quality of
services. With an established reputation, a loyal clientele, networks all
over the country and the support of a large Group, Groupama Asfalistiki
is consolidating its position, based on its professionalism and high
sense of responsibility.
Driven by a service-oriented spirit of innovation, the company is under
digital transformation and constantly optimizes its processes and
procedures, one step closer to its vision of “making insurance simple”.
Group insurance
Investment
Life insurance
Property insurance
GROUPAMA ASFALISTIKI
PREMIUM
INCOME
€158.6m
LIFE & HEALTH
INSURANCE
€73.7m
NET
REVENUE
€4.5m
SOLVENCY
MARGIN (SCR)
186.1%
ACTIVE
CUSTOMERS
ACTIVE
POLICIES
320,869
AGENTS
& BROKERS
1,220+
EMPLOYEES
HEADCOUNT
292
NON-LIFE
INSURANCE
€84.9m
265,476
MULTILINE
INSURER
OUR COMPANY IN NUMBERS
GROUPAMA ASFALISTIKI
CUSTOMERS’ PREFERENCES
A company is as
good as its
service
70%
Insurers provide
exceptional
customer service
18%
Engagement by
phone outsides all
other channels
62%
Prefer speaking to
a real person
67%
Excellent Customer
Care can earn my
loyalty
Focus on
simplifying
processes
29%
Customer care
has gotten better
or worse?
37%
Compared to
other industries’
customer care
47%
Individuals had an
interaction with an
insurance company
15%
37%
neutral neutral
Far more complex and emotional engagements, in comparison to other industries.
We need to get the experience-customer care ‘First’ in order to build customer
loyalty.
* “A Survey of Retail Customers of Insurance Products” conducted by Genesys – August 2022
GROUPAMA ASFALISTIKI
CURRENT STATUS & MAIN ACTIVITIES
Contact Center is structured in three main business processes
Front Office Customer Service for Incoming Calls
Motor U/W – Claims
Life U/W – Claims
Data Collection
Glass Damages
Front Office Customer Service for Outbound Calls
CSAT Surveys for: Life Claims, Capitation Products, RA-AC, Mednet,
Anesis services
PRP Calls
Welcome Calls (U/L, Life Health)
Back office
Email
Messenger
Chatbot
Site Communication forms
Help Desk
CXP: Holistic Perception of customers
Focus on All Parts of Customer Journey
Identification of ‘weak’ spots during all
Processes / Customer Journeys
Improve Products & Services / Proposals
Increase Retention / Empowerment in
relationship with Groupama
GROUPAMA ASFALISTIKI
ENABLING ORCHESTRATION JOURNEY
Reliability
Preferred Insurer
in Customer Care
Motor, Property, Life-Health, Groups, Investment
Customers / Brokers
Advice / Purchase / Service / Claims Handling
Dominant communication channels: Voice 86%, Email 11%, Other 3% (Site,
Social Media etc)
Since 2016, we use Genesys platform to enable our Customer Service team to
work smarter and deliver orchestrated customer journeys
Customer’s Data ‘collected-accumulated’ from various systems in Core
insurance system
PRP (Program Relational Proactive) / Follow Up Calls
Reporting (per Company/Agent basis) & Quality Assurance (Recording of Calls)
Higher productivity due to easiness of CTI use by agents
All applications in one ‘screen’
GROUPAMA ASFALISTIKI
SCALING A SUCCESFUL CUSTOMER EXPERIENCE
Technology is used as a mean to
create a 360o customer view and
increase value of service delivery
In 2020, we moved from On-Prem to cloud, primarily of aging infrastructure and
continuity-data security aspects Vs cost
On-prem to Cloud migration went out extremely smoothly
Flexibility of remote workers were leveraged during pandemic
Diminish connectivity issues
CRM integration with Genesys simplifies campaign execution, providing a unified
environment for our agents so that they can seamlessly manage targeted outbound
calls
Empowered outsourced team - providing 24/7 customer service – through a
unique interface: security, reporting, monitoring
Easily implement changes to support new products/services/channels (i.e. social
media introduction in servicing)
Administration complexity disappeared
28,5% TCO Cost saving
GROUPAMA ASFALISTIKI
PROVIDING GREAT CUSTOMER EXPERIENCE IS EASY AS
LONG AS
IT Admin
 Simplicity in management
 User friendly customization
 Zero downtime due to automatic upgrades
 Productivity increase
Agents
 Easy onboard through embedded learning tools
 Simplified interface
 Build a stronger team through collaboration &
improved performance
Customers
 Human experience is now elevated
 Customers are connected to the right employee
 Enjoyable unique, personalized experiences
 Consistent experiences across channels
Reporting
 Dashboards capabilities
 Actionable insights: improvement of products,
procedures
Thank You!
GROUPAMA ASFALISTIKI

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The Evolution in Customer Experience: Migration to Cloud for Contact Center

  • 3. KEY FIGURES Groupama has once again demonstrated its stability in unparalleled circumstances. This stability, tried and tested every day on the front line, enables the group to continuously improve the satisfaction of its customers and employees. Without stability, we would not be able to establish the relationship of confidence, fostered and strengthened by these unique and deep local roots, at the heart of our regions, and which brings us as close as possible to people and their needs. GROUPAMA GROUP
  • 4. GROUPAMA ASFALISTIKI COMPANY PROFILE With 94 years of history - as it has been operating continuously since 1928 - and a name recognized for the reliability of its services, Groupama Asfalistiki is one of the key players in the Greek insurance market. The company operates as a multi-line insurer, covering the insurance needs of 265,000 customers all over Greece. Since 2007, Groupama Asfalistiki is a 100% subsidiary of the multinational Groupama Group, which accounts for 12 mil. customers and a premium income of 15.5 bil. Euros in 11 countries. The company was founded in 1928. Today, its long history testifies its clients’ acknowledgement of its reliability, expertise and quality of services. With an established reputation, a loyal clientele, networks all over the country and the support of a large Group, Groupama Asfalistiki is consolidating its position, based on its professionalism and high sense of responsibility. Driven by a service-oriented spirit of innovation, the company is under digital transformation and constantly optimizes its processes and procedures, one step closer to its vision of “making insurance simple”.
  • 5. Group insurance Investment Life insurance Property insurance GROUPAMA ASFALISTIKI PREMIUM INCOME €158.6m LIFE & HEALTH INSURANCE €73.7m NET REVENUE €4.5m SOLVENCY MARGIN (SCR) 186.1% ACTIVE CUSTOMERS ACTIVE POLICIES 320,869 AGENTS & BROKERS 1,220+ EMPLOYEES HEADCOUNT 292 NON-LIFE INSURANCE €84.9m 265,476 MULTILINE INSURER OUR COMPANY IN NUMBERS
  • 6. GROUPAMA ASFALISTIKI CUSTOMERS’ PREFERENCES A company is as good as its service 70% Insurers provide exceptional customer service 18% Engagement by phone outsides all other channels 62% Prefer speaking to a real person 67% Excellent Customer Care can earn my loyalty Focus on simplifying processes 29% Customer care has gotten better or worse? 37% Compared to other industries’ customer care 47% Individuals had an interaction with an insurance company 15% 37% neutral neutral Far more complex and emotional engagements, in comparison to other industries. We need to get the experience-customer care ‘First’ in order to build customer loyalty. * “A Survey of Retail Customers of Insurance Products” conducted by Genesys – August 2022
  • 7. GROUPAMA ASFALISTIKI CURRENT STATUS & MAIN ACTIVITIES Contact Center is structured in three main business processes Front Office Customer Service for Incoming Calls Motor U/W – Claims Life U/W – Claims Data Collection Glass Damages Front Office Customer Service for Outbound Calls CSAT Surveys for: Life Claims, Capitation Products, RA-AC, Mednet, Anesis services PRP Calls Welcome Calls (U/L, Life Health) Back office Email Messenger Chatbot Site Communication forms Help Desk CXP: Holistic Perception of customers Focus on All Parts of Customer Journey Identification of ‘weak’ spots during all Processes / Customer Journeys Improve Products & Services / Proposals Increase Retention / Empowerment in relationship with Groupama
  • 8. GROUPAMA ASFALISTIKI ENABLING ORCHESTRATION JOURNEY Reliability Preferred Insurer in Customer Care Motor, Property, Life-Health, Groups, Investment Customers / Brokers Advice / Purchase / Service / Claims Handling Dominant communication channels: Voice 86%, Email 11%, Other 3% (Site, Social Media etc) Since 2016, we use Genesys platform to enable our Customer Service team to work smarter and deliver orchestrated customer journeys Customer’s Data ‘collected-accumulated’ from various systems in Core insurance system PRP (Program Relational Proactive) / Follow Up Calls Reporting (per Company/Agent basis) & Quality Assurance (Recording of Calls) Higher productivity due to easiness of CTI use by agents All applications in one ‘screen’
  • 9. GROUPAMA ASFALISTIKI SCALING A SUCCESFUL CUSTOMER EXPERIENCE Technology is used as a mean to create a 360o customer view and increase value of service delivery In 2020, we moved from On-Prem to cloud, primarily of aging infrastructure and continuity-data security aspects Vs cost On-prem to Cloud migration went out extremely smoothly Flexibility of remote workers were leveraged during pandemic Diminish connectivity issues CRM integration with Genesys simplifies campaign execution, providing a unified environment for our agents so that they can seamlessly manage targeted outbound calls Empowered outsourced team - providing 24/7 customer service – through a unique interface: security, reporting, monitoring Easily implement changes to support new products/services/channels (i.e. social media introduction in servicing) Administration complexity disappeared 28,5% TCO Cost saving
  • 10. GROUPAMA ASFALISTIKI PROVIDING GREAT CUSTOMER EXPERIENCE IS EASY AS LONG AS IT Admin  Simplicity in management  User friendly customization  Zero downtime due to automatic upgrades  Productivity increase Agents  Easy onboard through embedded learning tools  Simplified interface  Build a stronger team through collaboration & improved performance Customers  Human experience is now elevated  Customers are connected to the right employee  Enjoyable unique, personalized experiences  Consistent experiences across channels Reporting  Dashboards capabilities  Actionable insights: improvement of products, procedures